Shipping policy

Shipping Policy

Last updated: 4 June 2026

This Shipping Policy applies to deliveries arranged by The Wooden Door Co, also referred to as WDC.

Please read this policy alongside our Terms & Conditions and Return and Refund Policy.

1. Delivery areas

We offer delivery across the UK, subject to availability, access, product type, order size and quotation.

Delivery charges and availability may vary depending on the delivery address, product size, order quantity, courier requirements and whether the delivery is made by WDC or a third-party courier.

Some remote locations may require a separate delivery quotation.

2. Delivery method

Deliveries may be made by:

  • WDC vehicles;
  • WDC drivers;
  • third-party courier companies;
  • pallet networks;
  • specialist delivery providers.

The delivery method will depend on the product, order size, destination and delivery availability.

3. Kerbside delivery

Unless we expressly agree otherwise in writing, delivery is to kerbside only.

This means goods may be delivered to the nearest safe and accessible point for the delivery vehicle.

Third-party courier and pallet deliveries are normally kerbside only. Couriers may not be able to carry goods into a property, upstairs, through narrow access routes, into rooms, through building sites or into storage areas.

Where delivery is made by a WDC driver, we may assist with unloading to a reasonable location where safe and practical, but this is not guaranteed and remains at the driver’s discretion.

4. Customer responsibility for unloading

Doors, frames and timber products can be large, heavy and awkward to handle.

The customer must ensure that suitable help is available on site to unload and move the goods safely.

You are responsible for ensuring:

  • someone is available to receive delivery;
  • adequate help is available to unload;
  • the delivery address is accessible;
  • the unloading area is safe;
  • goods can be inspected on arrival;
  • goods can be moved into suitable dry storage immediately after delivery.

If there is no suitable help available, the delivery may be refused, delayed or treated as a failed delivery. Additional charges may apply.

5. Site deliveries

We can deliver to site addresses where agreed.

For site deliveries, you must ensure:

  • site access is suitable for the delivery vehicle;
  • someone is available to receive and check the goods;
  • the site is safe for unloading;
  • there is suitable help available;
  • the goods can be stored correctly after delivery;
  • the delivery location is clearly identified;
  • any site restrictions are communicated to us in advance.

We are not responsible for delays, failed delivery or additional costs caused by unsuitable site access, nobody being available, unsafe unloading conditions, parking restrictions, road restrictions or incorrect delivery information.

6. Delivery times

Deliveries made by WDC may take place between 8am and 8pm unless we agree otherwise.

Third-party courier delivery times may vary and are controlled by the courier or pallet network.

Delivery dates and times are estimates unless we expressly agree a fixed delivery date in writing.

We will aim to keep you informed where possible, but delivery times can be affected by traffic, weather, courier delays, route changes, supplier delays, manufacturing delays or events outside our control.

7. Failed deliveries

A failed delivery may occur where:

  • nobody is available to receive the goods;
  • there is inadequate help to unload;
  • access is unsuitable;
  • the address is incorrect;
  • the delivery location is unsafe;
  • the customer refuses delivery without good reason;
  • the goods cannot be unloaded safely;
  • parking or site restrictions prevent delivery;
  • the delivery vehicle cannot reach the property or site.

Failed deliveries may incur additional charges, including re-delivery fees, courier charges, storage charges, return charges or other reasonable costs.

8. Lead times

Lead times are estimates unless expressly confirmed otherwise in writing.

Lead times usually begin once:

  • the quotation/order has been confirmed;
  • the required deposit or full payment has been received in cleared funds;
  • all specifications, sizes, finishes, quantities and approvals are complete.

If payment is received outside working hours, over a weekend or on a bank holiday, the lead time may begin on the next working day.

Lead times may be affected by:

  • supplier delays;
  • material availability;
  • manufacturing delays;
  • glass availability;
  • fire-rated component availability;
  • finishing schedules;
  • courier delays;
  • customer changes;
  • late approval of details;
  • events outside our control.

Customer changes after order confirmation may increase lead times.

9. Delivery of bespoke and made-to-measure orders

Bespoke, made-to-measure, painted, Primed+, fire-rated, project-specific and special-order products may have longer lead times than standard products.

We will provide estimated lead times during quotation or order confirmation where possible.

Because these products are often manufactured, finished, ordered or allocated specifically for your order, delivery timing may depend on material availability, production scheduling, finishing, glazing, supplier timescales and final balance payment.

Any balance must be paid in full before dispatch, delivery or collection.

10. Delivery inspection

Goods must be inspected carefully on delivery or as soon as reasonably possible after delivery.

Please check:

  • product quantities;
  • visible damage;
  • packaging condition;
  • obvious specification issues;
  • missing items;
  • glass damage;
  • edge or corner damage;
  • courier handling damage.

Visible delivery damage, transit damage, missing items or obvious specification concerns should be reported to us within 36 hours of delivery.

Where possible, delivery damage should be noted on the delivery paperwork, courier record or delivery device at the time of delivery.

Please keep all packaging and take clear photographs of any issue.

Do not fit, cut, drill, trim, paint, machine, install or otherwise alter any product that you believe is damaged, incorrect or faulty before contacting us.

The 36-hour reporting period does not remove any statutory rights that cannot lawfully be excluded, but prompt reporting is required so that delivery and handling issues can be investigated properly.

11. Storage after delivery

Once delivered, products must be moved into suitable storage immediately.

Timber products must be stored:

  • indoors;
  • dry;
  • flat or correctly supported;
  • away from wet trades;
  • away from plaster dust;
  • away from direct heat;
  • away from excessive moisture;
  • away from excessive dryness;
  • protected from site damage;
  • protected from impact and handling damage.

Products should not be stored outside, in damp garages, unheated outbuildings, freshly plastered rooms, wet sites or unsuitable site conditions.

Incorrect storage may cause movement, swelling, twisting, bowing, splitting, paint issues, veneer issues or other damage. WDC is not responsible for damage caused by unsuitable storage after delivery.

12. Large and heavy goods

Doors, frames, glazed products and fire-rated products may be heavy.

It is your responsibility to ensure that suitable people, equipment and safe access are available for unloading and handling.

WDC drivers and third-party couriers are not responsible for carrying goods upstairs, through difficult access routes, through occupied rooms, across unsafe sites or into areas where there is risk of damage or injury.

13. Collection

If collection is agreed, goods must be collected by appointment or at a time agreed with WDC.

Goods must be transported safely, securely and suitably protected.

Risk may pass to you when goods are collected by you, your representative, your courier or any third party arranged by you.

We are not responsible for damage caused during transport arranged by you or after goods have been collected.

14. Events outside our control

We are not responsible for delivery delays caused by events outside our reasonable control, including but not limited to supplier delays, material shortages, manufacturing delays, courier delays, traffic, severe weather, vehicle breakdown, strikes, fire, flood, illness, government restrictions or other unexpected events.

Where possible, we will aim to notify you of significant delays and work with you to arrange a suitable delivery solution.

15. Contact about delivery

If you have a delivery question, please contact us:

Email: info@thewoodendoorco.co.uk
Telephone: 0800 464 0392

Please include your name, quotation/invoice reference, delivery address and any relevant site access details.